Chad Mottice Email & Phone Number

Akron, Oh, Us

Akron, Ohio, United States

- Monitors key performance measures in Real Time, including call volume, abandoned calls and hold time to meet customer service expectations and maintain efficient call center operations.- Forecasts projected staffing requirements and schedules Technical Support Reps (TSRs) to adequately meet the goals of the department.- Supervises the call escalation process to ensure that calls needing escalated are being handled by the best possible resources.- Ensures that Support has the proper tools and utilities to provide quality support to our customersMaintains and administers contact center tools (phone systems, scheduling programs, intranet, time and attendance).- Makes decisions with regard to team resources ensuring that appropriate productivity levels are maintained.- Focuses on efficiency objectives to lower the cost of providing support.

Youngstown, Ohio, United States

· Overseeing department operations and workflow· Improving/Automating department processes to reduce issue turnaround time and improve the quality of service· Ongoing communication/meetings with customers to ensure that SLA’s are being met· Strong management/leadership skills. Someone who leads by example and support staff look up to as a mentor.· Alerting the sales team to opportunities for further sales within key clients· Escalating and resolving areas of concern as raised by clients· Act as point of contact for complaints and escalate issues as appropriate· Ensure both the company and clients adhere to contract terms· Monitoring company performance against service level agreements and flagging potential issues· Be the voice of the customer: measure effectiveness of Customer Success by defining operational metrics, establishing tracking systems, and reporting to the executive team.· Collaborate with internal teams (e.g. sales, engineers, senior management) to address customers’ needs.· Implement ongoing training programs to ensure support staff is trained on all company copes/solutions and new technologies employed.· Cultivate open pathways for communication between the Customer Service and Sales teams to ensure optimal transfer of knowledge and fostering client relationships.

Canton, Ohio

o Leading and mentoring the team, providing guidance in developing their capabilities through training, to ensure the value of calls for optimal net reservation revenue to clients.o Designing and implementing a call quality measurement tool and post-interaction feedback process to improve operational stability and manage overall client satisfaction.o Improved response time and exceeded company targets for digital communications by reducing a 1 hour and 1-minute reply to an average of 29 minutes. o Identifying and setting aggressive metrics and ensuring accountability to maintain the target for over a year and a half since. o Introduced a support center errors measure, successfully reducing averaged errors by 50% and was consequentially adopted throughout billings, sales, and operations departments across the business.o Established coaching and developmental tools, such as skill development reports and customer service scores, enabling customer service agents to identify their individual impact and development.

Green, Ohio

-Establish and communicate the long term direction for the growth and performance of the CRC, and other call centers as assigned.-Develop and maintain associate expertise and training levels of all staff associates to ensure the delivery of support services at consistently efficient and high quality levels. -Recommend and support associate training in technology, diversity, process and other areas to maintain a professional, positive environment.-Participate in the analysis of new systems, tools, and technology that will enhance and improve the quality and efficiency of services provided by the CRC, and/or other service support operations. -Engage in efficiency of operations including cost reduction and consolidation efforts. -Create an environment where all teams within the assigned call centers collaborate to ensure the success of the customers they support.-Responsible for attainment of all resource management goals.-Coach teams and individual associates to ensure continuous improvements in all facets of the business. -Meet staffing requirements by hiring associates with appropriate competencies and skill levels and provide development through performance management process.-Ensure performance expectations (goals) are established for all assigned call center associates.-Ensure Associate recognition programs are budgeted for and implemented throughout the assigned call centers.-Responsible for compliance to corporate policies and procedures regarding safety as well as safeguarding of confidential information.-Responsible for the protection and control of all the corporate assets within the CRC, and other assigned call centers.

Green, Ohio

- Manage 15-25 Dispatchers (Combination of Front-Line and Support-Desk Functions)- Provide training and development for agents- Provide Qualtiy and Skill management / accountability for agents- Manage business relationships with customers, vendors, sub-contractors and technicians

North Canton, Oh

Responsibilities include:• Documenting all on-boarding of non-employees (global and domestic) into the HR Oracle system (R12 and 11i• Key contributor to the training and documentation necessary for the “Lift and Shift” of Coordinator responsibilities to Diebold’s new 3rd party vendor (Accenture) o Creation of desk top procedures (Non-employee ID creation / termination) o Providing Quality Assurance help on work completed• Training of global Information procedures o Oracle Usage training o Oracle Catalog / Training material maintenance• Responsible for entering and maintaining data into all of Diebold's Human Resource systems (global and domestic)• Provide auditing and reporting for HRIS systems

• All On-board and Up-skill training for the First Energy Solutions client• Coaching and development of phone agents• Delivery and documentation of corrective action that happens within the Training organization (Trainer to Trainee, Leadership to Trainer)• Handling payroll for 35+ trainers across the state of Ohio• Inventory/ordering of Trainer supplies• Reporting I tracking of Trainee and Trainer performance• Maintenance and Updating of attrition / recruiting database for all of VXI USA (6 sites in continental US)

• Responsible for Warehouse-wide daily forecasting of revenue/inventory.• Maintain Documentation of Distribution center processes in regard to Dynamics Software usage.• Using customer touch-points (telephone, e-mail, regular mail) to ensure product satisfaction.• Provide assistance to other warehouse areas as needed (shipping, receiving, and customer service)• Key contributor to the implementation and usage of new site-wide software and procedures• (Microsoft Dynamics AX)o Helping to add automation to a process that had very limited automation in a warehouse setting. Increasing skill sets while not having a reduction of service success.

North Canton, Oh

o Medical Collectionso On-board training for new-hireso Id creation and testingo Collection Computer Systems / Processo Development of Collection Call Flow / Skillo Compliance and Collection Lawo Transition to production floor• Maintained I updated all training material for the companyo New-Hire On-boardingo On call-complianceo Documentation Requirements• Refined/developed training for experienced collectors.o Up skill and continuing education• Call Auditing I Feedback for all collectors in regard to skill I compliance• Provided customer-service to all collection clients (help-desk format, taking calls, follow-up)

Canton, Ohio Area

Responsible for the day-to-day operations of a small publishing company.Responsibilities include:• Managing accounts receivables (billing and collections)• Provided on-board training for all new employees• Managing print vendors for two newspaper distributions (Jackson Observer and the Canal Fulton• Signal) ensuring prints orders are created and delivered on time• Managed the Subscription services of the above newspapers, maintained staffing levels and coordinating telemarketers, delivery personnel and vendors to insure our customers received service.• Provided tracking of advertiser’s usage by our clients to ensure proper bookkeeping.• Provided office support to sales reps and art department.

Canton, Oh

Managing and developing 15-25 front-line credit card collectors on the call center environment.Responsibilities include:• Professional and skill development through coaching and training• Maintaining record and files for both associates and customers (internal and external}• Monthly delivery of performance reviews• Monitoring for adherence to both internal and external compliance laws and regulations• Making sound business decisions to effective manage the collections process• Interviewing I Hiring I Development to fill required needs within the business.• Workout Lead Facilitatoro Led teams through a series of exercises that help to remove the bureaucracy and obstacles that keep teams from doing their job to the best of their ability.• Awarded K-PCM (Top manager) for the 4th quarter of 1999.Awarded National Collections &• Recovery Reward in October 2002.Quality Green-Belt certified in 2000o Reduced cycle time by 25% and improved process for “Administrative account handling” (Bankruptcy, No contact, No mail, Hardship, etc) allowing for a 75% increase in accuracy and a 15% increase on collectable income. .